WAYS TO POSITIVELY DISRUPT HERE ARE FOUR WAYS SERVICE TEAMS CAN START TO EMBRACE THIS NEW Customer expectations have CUSTOMER-CENTRIC WORLD: changed. Businesses are being chal lenged to throw out any preconceived notions of customer service, because the bar has been raised and EMBRACE THE INDIVIDUAL loyalty is on the line. Great customer experiences are fundamentally about creating a human connection, and you can’t do this unless you’re connecting with an individual in a personal way. High-performing service teams are The convergence of mobile and social technologies turning to personalisation to positively disrupt their has driven a shift in the way customers want to customers’ expectations. They’re putting a focus be treated by businesses. They’re expecting an on understanding a customer’s full-service history, experience where the brand recognises them as an creating deeper relationships and personalising individual and engages with them in a seamless and service interactions. simple way. They expect service that’s personalised, Consequently, customers are now more inclined based on who they are, which is delivered in the to expect this level of individual service across the context of where they are in their customer journey. board. The Second Annual State of Service Report While technology has played a starring role in revealed that more than half (52%) of consumers are creating this new dynamic, it’s also going to play likely to switch brands if a company doesn’t make an equally important role in enabling businesses an effort to personalise, while 69% of B2C customers to take on the challenge of changing customer and 82% of B2B customers say personalised care expectations. influences their loyalty. CUSTOMEREXPECTATIONS 8102 YRAURBEF - 7102 REBMECED | YLRETRAUQ AISC 21